Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis

Abstract

Patient satisfaction with healthcare provision services and the factors influencing it are be-coming the main focus of many scientific studies. Assuring the quality of the provided services is essential for the fulfillment of patients’ expectations and needs. Thus, this systematic review seeks to find the determinants of patient satisfaction in a global setting. We perform an analysis to evaluate the collected literature and to fulfill the literature gap of bibliometric analysis within this theme. This review follows the Preferred Reporting Items for Systematic Reviews and Meta-Analysis (PRISMA) approach. We conducted our database search in Scopus, Web of Science, and PubMed in June 2022. Studies from 2000–2021 that followed the inclusion and exclusion criteria and that were written in English were included in the sample. We ended up with 157 articles to review. A co-citation and bibliographic coupling analysis were employed to find the most relevant sources, authors, and documents. We divided the factors influencing patient satisfaction into criteria and explanatory variables. Medical care, communication with the patient, and patient’s age are among the most critical factors for researchers. The bibliometric analysis revealed the countries, institutions, documents, authors, and sources most productive and significant in patient satisfaction.

Patient satisfaction with primary health care services and primary health care providers

“…Furthermore, our result was similar to a recently published systematic review by Ferreira et al. (2023), in which 42% of patients only were satisfied with medication availability.…”

“…This result justifies patients' favorability to dispense their medications in the MOH hospitals instead of PHC centers in Jordan (USAID and Jordan Ministry of Health, 2018). Furthermore, our result was similar to a recently published systematic review byFerreira et al (2023), in which 42% of patients only were satisfied with medication availability.…”

Wound healing rates in COPD patients undergoing traditional pulmonary rehabilitation versus tailored Wound‐Centric interventions

“…This observation was substantiated by the findings of Ferreira et al ( 2023), who demonstrated that patient-centred care has the potential to substantially enhance both patient satisfaction and treatment plan adherence. 20…”

What determines behavioural intention in health services? A four-stage loyalty model

“…The healthcare system in a developing country like India is continually changing and improving to fulfil the needs of customers (patients), and nowadays, patients are becoming more health-conscious (Singh et al, 2022;Ferreira et al, 2023). To develop strategies to improve customer satisfaction and generate revenue, health service providers are interested in studying customer attitudes and buying decisions (Suhartanto et al, 2020).…”

“…The healthcare system in a developing country like India is continually changing and improving to fulfil the needs of customers (patients), and nowadays, patients are becoming more health-conscious (Singh et al. , 2022; Ferreira et al. , 2023).…”